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Collaborating on cases

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Updated on November 15, 2021

Complete your Microjourney faster by providing collaboration tools for your application users, such as customer service representatives (CSRs). Through a transparent exchange of messages in an open discussion, CSRs can resolve cases faster and with better effect.

Application users can collaborate by posting Pulse messages, maintaining spaces, and working on documents.
  • Collaborating with users by using Pulse

    Improve collaboration and conversation among users within a specific context, such as a case, by adding the Pulse collaboration gadget to your application. By sharing information in Pulse, users can work together to resolve their work more quickly.

  • Collaborating with users by using spaces

    By creating spaces, you gather users that are professionally connected within a single digital community, so that they can collaborate on specific areas of interest. When you restricting the discussion of certain topics to the users of a space, you can avoid broadcasting irrelevant messages to all users in your application. After joining a space, you can communicate with the members of the space by using Pulse.

  • Collaborating on shared content by using documents

    By creating documents, you enrich cases with data and ensure that users have sufficient information to work in a business process. To provide the most relevant content, users can create documents in an application, attach local files and files from remote repositories, and add external URLs. When you create a document, you can save time by sharing the file across multiple cases.

  • Directed Web Access in configuring assignments for external users

    When you enable the Directed Web Access (DWA) in your application, anyone who accesses the Internet, an intranet, or email can process an assignment. When you use this feature, you extend the reach of your application to employees throughout the enterprise, trusted customers and suppliers, and anyone else from whom you want to obtain information.

  • Previous topic Updating the organizational structure by using the organizational chart
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